No feedback from Customer Care

Been trying to get a copy of my invoices for 2 weeks for 2 necklaces bought (One in November and one in December) on my account and still no feedback from online customer support after numerous mails sent, speaking to an agent on the phone turns out worse as they can't hear you or don't understand what you are trying to request (didn't think it necessary to keep the invoices as 925 silver is strong and doesn't break easily). The one necklace was bought at American swiss - it broke and the other at sterns (broke in 2 x places) not good quality at all and both are marked 925 Silver - one discoloured within 10 min after I bought it at Uvongo mall. I would like a replacement or refund on both these necklaces as they are not supposed to be so flimsy. Please assist urgently as this is no really dragging unnecessarily